Rail passengers to get journey advice on Whatsapp and Facebook Messenger

Rail passengers will soon be able to use WhatsApp and Facebook Messenger for more information about options for completing their journeys after travelling by train.

The new system will feature customised information on all modes of travel including walking, cycling, buses, trams and taxis, industry body the Rail Delivery Group (RDG) said.

Users arriving by train at Bath, Birmingham, Bristol, Cambridge, Liverpool and Northampton will even be offered the opportunity to book an e-scooter through rental firm Voi.

Options will be partly determined by the weather, meaning a taxi ride will not be suggested on a hot day when a short walk is a possibility.

The RDG said the service, developed by technology firm Zipabout, will be available on Facebook Messenger from Saturday, before a planned rollout to WhatsApp and SMS "later this spring".

More than 6.7 million personalised journey updates have been sent to passengers through Facebook Messenger since May 2020, including information on how busy services are, disruption alerts and alternative routes.

The system provides predictive alerts about people’s journey when they message National Rail on Facebook Messenger.

By asking questions about their journeys, they are given choices about how they can be kept updated, including an option to proactively suggest alternative routes if their intended journey is busy.

Another system indicates to people who are searching for a journey whether a specific train or station is looking busy.

It gives a red or yellow warning when people search for their journey, which they can click on for more information and advice.

The transport secretary, Grant Shapps, said: "This new technology will allow passengers to benefit from a personalised information service in the palm of their hand, helping them avoid disruption, travel safely and enjoy seamless journeys."

He added: "Smoother and safer journeys will help passengers travel with confidence and consider new ways to complete their journey."

RDG director of nations and regions, Robert Nisbet, said: "As we begin to come out of lockdown we're doing more to help people make their door-to-door journeys with ease, which is why we've worked with Zipabout and government to provide passengers with a choice of sustainable travel options to help them complete the last mile of their journey when they travel by train."

Anthony Smith, chief executive of passenger watchdog Transport Focus, said: "As more people return to public transport in the coming weeks, reliable information will be vital to help passengers plan, avoid busier services and maintain social distancing."

Transport for Wales launched a similar messaging service last month, which allows passengers to message for updates on incidents which may affect their journeys.

Additional reporting by PA